What do the EE TV error codes mean?

Follow these steps to try to fix these YVM errors:

1. For the best possible reception of available TV channels, make sure your TV aerial cable is directly connected to the 'RF IN' socket on the TV box.
2. Now scan for channels. To do this:
   Press the Home (or YouView) button
   Go to Settings 
   TV Channels
   Retune Channels and press OK.
3. All your channel information should now be available
4. If you're experiencing TV reception issues and need a TV aerial, we recommend having it installed by a professional. BT have teamed up with TSG, an aerial specialist, who can be contacted between 9am to 5pm, Monday to Friday, on 0844 247 0024.

You'll need to connect your TV box to your TV using an HDMI cable. Your TV will need to be HD-ready also.

1. Restart your TV, and when the TV turns back on, restart your EE TV box
2. Remove then re-insert your HDMI cable from both ends at your box and TV, or AV Amplifier if you are using one
3. If you have a SMART TV please make sure that the TV software is up to date
4. If you’re connecting via an HDMI switch or AV amplifier, make sure that the software for this is up to date. If it still fails, try connecting directly to the TV
5. If you still have the same problem, try a different HDMI cable and an alternative HDMI input in your TV

If you receive this error, ensure your TV box is connected to the internet. If you can play catch-up TV, then your box is connected. Now, generate a new connection code on your box by pressing 'Connect Device' again. If you still get the same error message, please try again in a couple of hours.

'Sorry, you can’t record on this device’

This error message appears if your TV box lacks recording capabilities. If you want to record, you'll need to get a box with a built-in recorder.

To upgrade your box, call us on 0800 800 150.

Follow these steps to try to fix these IPC errors:

1. Try to access the BT Player, press the Home (or YouView) button, then scroll to and select BT Player
2. If you still see the error message, then try restarting your equipment by following these steps:
   • First, restart your Hub
   • Wait for the broadband light on your Hub to go blue
   • Restart your TV box, using the power switch on the back
   • Now, check if you still receive the error
3. Check that your software version is up to date. To do this
   press the Home (or YouView) button
   go to Settings > Software Information > Update Software
   and select OK
4. Check your On Demand players are up to date by pressing the Home (or YouView) button, then going to Settings > Software Information > Update players & apps and select OK
5. If you're still having an issue, contact the TV Helpdesk

If the content isn’t available after five minutes, follow these steps to try and fix the errors:

1. Try to access the BT Player. Press the Home (or YouView) button, then scroll to and select BT Player
2. If you still see the error message, then try restarting your equipment by following these steps:
   • First, restart your Hub
   • Wait for the broadband light on your Hub to go blue
   • Restart your TV box, using the power switch on the back
   • Now, check if you still receive the error
3. Check that your software version is up to date. To do this
   press the Home (or YouView) button
   go to Settings > Software Information > Update Software 
   select OK
4. Check your On Demand players are up to date by pressing the Home (or YouView) button, then going to Settings > Software Information > Update players & apps and select OK
5. If you're still having an issue, contact the TV Helpdesk

There's a problem with your broadband that's affecting TV channels. Follow these steps to fix this error. 

Connection between your hub and TV box 

For your TV box to work, it needs to be connected to your hub. See our EE TV set-up guide.  

If possible, connect using an Ethernet cable. 

If you've set up a connection between your hub and TV box:

Restart your broadband hub 

1. Press the Power button on the back of your hub until all the lights go off.
2. Wait for 5 minutes.
3. Press the Power button again until all the lights come back on.
4. It may take a few minutes for the lights to settle.
5. The hub light will turn blue.

Once the hub has restarted, retest the affected channels. If you're still getting the error:

 If you're a Full Fibre customer, restart your Openreach modem (ONT)

1. Unplug the power cable from the modem's socket. If you have a Battery Back Up, don't switch it off at the mains as the modem won't be switched off.
2. After about 15 seconds, plug it back in.
3. Wait for the power light to come on.
4. When the Tel and PON/Optical lights stop flashing and turn solid green, everything's back to normal. 
5. Check the light on your hub is still blue. If it isn't, see our Broadband connection guide. 

If you continue to see the error code, try the following broadband checks:

Ethernet connection

If you've connected your TV box to your hub via an Ethernet cable, try a different cable, or connect to the router via Wi-Fi.

Wi-Fi connection

If you're using Wi-Fi to connect your TV box, try the following for the best connection:

• If possible, place your TV box within 5 metres of your hub.
• Restart your hub and TV box so they can reconnect.
• Make sure there's only one wall or ceiling between your hub and TV Box.
• If you can't place the TV box and your hub within 5 meters of each other, and you have a Wi-Fi disc, move the TV box within 5 meters of the disc and try connecting to the TV box.
• If you do not have Wi-Fi discs, extend your home Wi-Fi signal with Complete Wi-Fi.

Connected using a Wi-Fi disc

If you're using a Wi-Fi disc:

1. Check the Wi-Fi speed coming from the disc. Your broadband speed may not be fast enough to receive these channels.
2. If the speed is low, try moving the disc closer to your hub if you can.
3. Reboot your Wi-Fi disc to re-establish the connection to your hub.

For further help setting up and finding the best position for your Wi-Fi Discs, see our BT Complete Wi-Fi Disc User Guide.

Restart your TV box 

1. Unplug your TV box power cable from the wall.
2. Wait 30 seconds and plug it back into the wall.
3. Switch the TV box back on.
4. Now check if you still receive the same error. 

Reset your TV box

If you continue to have problems and your broadband connection is working, try resetting your TV box.

 Still having an issue? 

Contact the TV Helpdesk. 

Follow these steps to try to fix these IPC errors:

1. Try playing a recording; if that fails, try another.
2. If you still see the error message, then try restarting the equipment following these steps:
   • First, restart your Hub
   • Wait for the broadband light on your Hub to go blue
   • Restart your TV box, using the power switch on the back
   • Now, check if you still receive the error
3. Check that your software version is up to date. To do this
   press the Home (or YouView) button
   go to Settings > Software Information > Update Software 
   select OK
4. Check your On Demand players are up to date by pressing the Home (or YouView) button, then going to Settings > Software Information > Update players & apps and select OK
5. If you're still having an issue, contact the TV Helpdesk

Follow these steps to try to fix this IPC error:

1. Try restarting the equipment following these steps:
   • First, restart your Hub
   • Wait for the broadband light on your Hub to go blue
   • Restart your TV box, using the power switch on the back
   • Now, check if you still receive the error
2. Enter the BT Player. Press the Home (or YouView) button, then scroll to and select BT Player
3. In the BT Player menu, scroll across to the 'Settings' icon
4. Scroll down to ‘Reset EE TV Data’ and press OK
5. The BT Player will automatically close
6. Reopen the BT Player (same as step 2)
7. Now go back to the channel where you got this error
8. Hopefully this should have fixed the problem, but if you're still having an issue, contact the TV Helpdesk

Follow these steps to try to fix this error:

1. Try to access the BT Player. Press the Home (or YouView) button, then scroll to and select BT Player
2. If you still see the error message, then try restarting your equipment by following these steps:
   • First, restart your Hub
   • Wait for the broadband light on your Hub to go blue
   • Restart your TV box by switching off the power at the mains. Wait a few seconds, then switch back on
   • Now, check if you still receive the error
3. Check that your software version is up to date. To do this,
   press the Home (or YouView) button
   go to Settings > Software Information > Update Software
   select OK
4. Check your On Demand players are up to date by pressing the Home (or YouView) button, then going to Settings > Software Information > Update players & apps and select OK
5. If you're still having an issue call the TV Helpdesk

To fix this error, go to PIN help on EE TV

To fix this, please contact the TV Helpdesk

Follow these steps to try to fix these EE TV errors:

1. Reboot your TV box by flicking the switch at the back
2. Retry the service
3. If you're still having an issue, please contact the TV Helpdesk

You'll get this error code when there's a problem with playing a title.
To try and fix it:

1. Reboot your TV box by flicking the switch at the back.
2. Check our service status page to see if there's an outage.
3. If there's no outage, then please contact the TV Helpdesk.

You'll get this error code when there's a problem with purchasing a title. To try and fix it:

1. Reboot your TV box by flicking the switch at the back.
2. Check our service status page to see if there's an outage.
3. If there's no outage, then please contact the TV Helpdesk.

You'll see this error when too many TV boxes are connected to the TV account. You can only use one box at a time to receive full service (On Demand and Extra Channels).

If you have two TV boxes, you can order an Extra Box subscription to connect both boxes. However, you can't have this if you have Sky Cinema or Sky Sports.

Order an extra TV Box

Follow these steps to try to fix these EE TV errors:

1. Update the software by pressing the Home (or YouView) button,
   Settings > Software Information > Update Software
   select OK
2. Update the players by pressing the Home (or YouView) button
   Settings > Software Information > Update players & apps
   and select OK
3. Now retest

Follow these steps to try to fix these EE TV errors:

1. Update the software by pressing the Home (or YouView) button
   Settings > Software Information > Update Software
   and select OK
2. Now retest

Follow these steps to try to fix these EE TV errors:

1. Restart your Hub and wait for the broadband light to go blue.
2. Reboot your TV box by flicking the switch at the back.
3. Retry the service.
4. If you're still having an issue, please contact the TV Helpdesk.

Follow these steps to try to fix these EE TV errors:

1. Press the Home (or YouView) button, then scroll to and select BT Player.
2. In the BT Player menu, scroll across to the 'Settings' icon. This looks like a spanner.
3. Scroll down to ‘Reset EE TV Data’ and press OK.
4. Now retest.
5. Restart your Hub and wait for the broadband light to go blue.
6. Reboot your TV box by flicking the switch at the back.
7. Retry the service.
8. If you're still having an issue, please contact the TV Helpdesk.

Follow these steps to try to fix this EE TV error:

1. Press the Home (or YouView) button, then scroll to and select BT Player.
2. In the BT Player menu, scroll across to the 'Settings' icon. This looks like a spanner.
3. Scroll down to ‘Reset EE TV Data’ and press OK.
4. Retry the service.
5. Test other content.
6. If you're still having an issue, please contact the TV Helpdesk.

To fix these errors:

1. Check your broadband connection.
   Press the Home (or YouView) button
   Settings > Signal & Connection > Broadband Connection
   It should show “Connected” next to 'Status'
2. Restart your Hub and wait for the broadband light to go blue.
3. Reboot your TV box by flicking the switch on the back, then try again.
4. If you're still having an issue, contact the TV Helpdesk.

To fix this error:

1. Check the aerial connection.
2. Rescan: follow the steps for the current missing channels.
3. If you're still having an issue, contact the TV Helpdesk.

To fix these errors, you'll need to reset the device using either the buttons on the box or the menus.

Performing the reset using the buttons on the box should allow you to keep your recordings, any scheduled recordings, and personal settings you've made to favourites and playlists.

If you're still having problems or can still access the menu, you can reset your EE TV box from the menu. But be aware that this type of reset deletes your recordings and any scheduled recordings. You'll also lose any personal settings you've made to favourites and playlists.

Here's how to reset your EE TV box

A network issue most likely causes this. Try it again, or check your 'Network Settings' and the download should resume automatically.

You’ll see this error when you try to set your marketing message preferences, either during first-time setup or on the settings page. It means that your TV box isn’t connected.

To fix it:

1. Check the connection between your Hub and TV box. If you use Powerline adapters, restart both adapters and check they're in sync.
2. Check your box is connected to your network.
   Press the Home (or YouView) button
   Settings > Signal & Connection > Broadband Connection. It should show “Connected” next to 'Status'
3. If the 'Wired Connection' is set to 'AUTO' and the 'Network Connection Status' is showing 'DISCONNECTED', try reconnecting by selecting 'Wired Connection' from the menu, selecting 'NEXT', and pressing 'OK'. If it connects, retry the service.

We've encountered an issue accessing your subscription for the channel you're trying to watch. This could be a temporary issue, or the channel may no longer be included in your package.

If you believe the channel is part of your package:

1. Select Resolve on the error message on your TV box.
2. Re-test the affected channel.

If you continue to see the error, follow these steps to perform a factory reset on your TV box. 

Still having an issue?

Contact the TV Helpdesk.